* Location: Woodhatch Place, 11 Cockshot Hill, Reigate, Surrey, RH2 8EF
Description
The starting salary for this permanent position is £52,047 per annum based on a 36-hour working week.
We are excited to be recruiting for a skilled and highly motivated Unit 4 Service Delivery Team Leader to join our dynamic MySurrey Service Delivery team. Reporting to the Service Delivery Manager, you will join the wider IT&D Service and work as part of a team with the autonomy to succeed in a lively, friendly environment. We are committed to investing in our staff and supporting every individual to achieve their full potential.
The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required. There is an expectation to attend the office at least once a week.
Rewards and Benefits
* 26 days' holiday (prorated for part-time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
* Option to buy up to 10 days of additional annual leave
* An extensive Employee Assistance Programme (EAP) to support health and wellbeing
* Up to 5 days of carer's leave per year
* Paternity, adoption and dependants leave
* A generous local government salary-related pension
* Lifestyle discounts including gym, travel, shopping and many more
* 2 paid volunteering days per year
* Learning and development hub where you can access a wealth of resources
About the Role
Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.
Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:
* Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management)
* Service Improvement (change requests, release management & business relationship management)
As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery. Duties of the Unit 4 Service Delivery Team Leader include:
* Assisting the Service Delivery Manager in the delivery of IT services to business stakeholders, teams and end users
* Leading a team of four support agents, motivating them and driving their performance, ensuring that the services provided meet and exceed our customers' expectations.
* Providing second-line IT support and assistance to customers and stakeholders, resolving issues promptly through effective communication and co-ordination
* Monitoring service delivery performance against agreed-upon service level agreements (SLAs)
* Contributing to the development of service delivery policies, procedures and guidelines
* Supporting project delivery, service improvement initiatives, system upgrades and other continuous improvement activities
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
* Previous experience of Unit 4 ERP/ Agresso or similar ERP systems in a Service Delivery or support role
* Broad understanding in at least one of the functional areas of HR, Payroll, Finance, Procurement or FP&A (Financial Planning and Analysis)
* Supervisory or lead experience in a similar systems environment
* Ability to share technical knowledge with non-technical colleagues
* Excellent problem-solving and troubleshooting skills with strong communication and collaboration skills
* Ability to manage multiple tasks and projects simultaneously
* Knowledge of ITIL service management framework including Service Desk, Service Request Management, Incident Management and Problem Management.
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
The job advert closes at 23:59 on 09/02/2025 with interviews to follow.
We look forward to receiving your application, please click on the apply online button below to submit.
Our Values
Our values are as important as our abilities and shape who we are as an organisation. Discover more about our values.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
* The candidate has evidenced the minimum criteria for the role through their application
* The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.
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